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Not getting 600 speed with new modem

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Regular Visitor

Not getting 600 speed with new modem

Changed plans from 300 to 600.  Needed a new modem to get the higher speed so I bought the Motorola MB7621 (certified by Comcast). I had the new modem provisioned for 600 but I'm not able to see anything above 280.  It's like I'm stuck on the old 300 even though the plan clearly shows Extreme Pro 600.  I've called & received a credit because they can't send a tech out.  Anybody have suggestions or ideas on what the problem may be? Thanks.

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Expert

Re: Not getting 600 speed with new modem

Is there a router / WiFi in the mix here ? If so, for a test, what speeds do you get with a computer hardwired directly to the MB7621 cable modem ?



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Highlighted
Regular Visitor

Re: Not getting 600 speed with new modem

About the same speed either hardwired or wifi.  Seems like it's capped around 300.

Highlighted
Expert

Re: Not getting 600 speed with new modem

Try calling 1-800-comcast and ask a rep to completely remove the modem from your account and to "re-provision" it from scratch. Also ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.

 

Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!